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inContact Secures New BPO Client, Evidence of Growing Cloud Call Center Software Trend

By Linda Dobel, TMCnet Contributor

Cloud-based call center software solution providers are finding that business process outsourcers (BPOs) are continuing to embrace the cloud to enhance their call center needs.

That is the case for inContact, a leading provider of on-demand call center software and call center agent optimization tools. The company announced today  that a growing BPO whose client base consists of food service companies will start off by using 100 seats of inContact cloud call routing and workforce management (WFM) software , which will likely soon increase because the company anticipates it will experience significant growth.

“Our solutions help BPOs handle calls for a variety of clients while providing premier customer service for each interaction,” said Mariann McDonagh, inContact chief marketing officer. “Because our solutions are location agnostic, we can enable call center managers and supervisors with the reporting, monitoring and routing solutions necessary to ensure a consistent customer service experience across any number of locations and geographies. Additionally, our WFM solution ensures proper staffing across all locations.”

According to inContact, the new BPO client selected its solutions “to maximize efficiency by utilizing skills-based routing to send the calls to the most appropriate agent skilled for any particular call, and ensure the call center is properly staffed.” It also said that it expects that its BPO client’s growth will lead it to establish a business presence in multiple U.S. locations and the Philippines as well as utilize home-based agents. inContact is ideal for this scenario because it is a true cloud-based solution that doesn’t require any hardware, and it supports international, multi-site and at-home workers.

inContact said some of the reasons BPOs are drawn to its cloud-based offering include the fact that it helps them to dramatically lower costs while at the same time increasing efficiency. For example, it enables them to manage their workforces more profitably, such as being sure they are not under or over staffed and providing the ability to easily enable agents to work from home here in the U.S., or for that matter, overseas. It also allows BPOs to scale seats up and down on demand in response to market conditions or seasonal fluctuations. And its features, such as call routing, can empower BPOs to create a differentiated and profitable customer experience. The bottom line is that BPOs are finding solutions such as those offered in inContact’s cloud contact center portfolio help them find the right balance between cost, profitability and customer needs.

McDonagh concluded, “It’s exciting to see more companies follow this growing trend of centralizing call center activities, rather than having customer-facing employees try to balance calls and in-person customers. Some do this through engagement with a BPO, while others build their own call center, but the result is the same – improved customer experience and higher profitability. It’s a fantastic strategy for growing companies that see the customer experience as a strategic advantage for differentiation.”